Re: Free vs. Paid Support

Posted by Franklin <Nabble> on Sep 27, 2010; 10:06am
URL: https://support.nabble.com/Free-vs-Paid-Support-tp5528523p5574245.html

Hi Mack Daddy,

It's just Hugo and I working on Nabble development, so we don't have much time for documentation right now.  But even more important is that we are very busy changing Nabble from what it is today into a completely flexible CMS system.  This means any documentation would quickly become obsolete.  So I think we are better off giving high quality support to paying customers to help them take advantage of this transition.  We can work on documentation when things stabilize.

I don't really want to do case work right now because I want 90% of our development to be to make Nabble more generally useful.  But I recognize that support generally sucks, not just for software, but for almost everything these days.  By offering paid support, we can deliver high quality support to a limited number of users and make sure that we are developing what users actually want.  If these users ask for features, we will give them a straight answer.  If it isn't to much trouble, we will do it.  Otherwise, we will try to give an intelligent estimate of when we will have the features in place to make the feature possible.